Operations Support Analyst

Who We Are:
At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.
Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.
Operations Support Analyst needed to join our team at VML Enterprise Solutions. We support individuals located in Brazil who are interested in moving to Portugal.
The Operations Support Analyst is critical in the day-to-day operation and management of a number of client's ecommerce services. This role will work as part of a wider Operations team responsible for delivery and support across varying technology stacks such as legacy-hosted infrastructure and AWS.
The Operations Support Analyst will work closely with the account technical teams (Developers, SysAdmins, and SMEs) and the management teams to ensure all support tasks and activities are conducted to maintain the client's service is operating smoothly.
Please note that for this job you will have to work Portugal hours and the selection process will be conducted in English.
Please send over your CV in English.
What you'll be doing:

Perform daily checks & a variety of support tasks within the support team.
Pick up incidents, investigate the root cause, and follow their lifecycle through to resolution.
Take a proactive approach to all incidents and problems raised.
Ensure customers are updated and tickets are managed with the correct level of information.
Interact with surrounding support teams to consult on issues and escalate to the SMEs where needed.
Address a variety of ad-hoc queries and run various reports where needed.
Demonstrate ownership at all times to the customer and within the team.
Data interface/scheduled job monitoring with their associated issue resolution to ensure that all systems are running issue-free.
Engage in scheduled work to undertake system upgrades & deployments.
Mentor more junior members of the team.
This role will require working on an on-call rota addressing issues out of hours.

What we want from you:

Solid Unix experience including UNIX, SOLARIS AIX, LINUX, Windows.
Unix scripting (e.g. Perl and Bash).
Strong AWS experience.
Extensive troubleshooting experience.
Exposure to coding languages such as Java.
Experience with databases such as SQL.
Understanding of MySQL and/or SQL querying.
Exposure to frontend troubleshooting e.g. JS and CSS.
Exposure to Jenkins, Terraform, or Kubernetes.
Exposure to Git, Docker.
Understanding and practical experience of ITIL or Agile Service Management best practice frameworks.
Continuous improvement mindset.
Data-driven approach.
Excellent all-round communication skills.
Good customer service skills and a good understanding of customer focus and updates.
Good time management and able to multi-task.
Excellent delivery focus and commitment.
Team player, able to learn/adapt quickly and take responsibility.

If you know some of this, even better:

Ecommerce platforms such as HCL Web Commerce v9 +, Magento 2, Shopify, Salesforce Cloud, Big Commerce.
FTP/SCP familiarity.
Exposure to ITIL to include incident and problem management is beneficial.

What we can offer you:
Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritize your career development and help you grow your skills. We'll empower you to make a difference, allow you to be yourself, and respect who you are.
We offer a great benefits package including hybrid working that works for everyone, social events, training opportunities, medical and dental insurance, life assurance, meal cards, and much more.
Our personality and behaviours:
We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the VML Enterprise Solutions culture to life through the actions we all take every day:

Connect Meaningfully
Inspire Creatively
Include Purposefully
Approach Positively

Our brilliant, talented people are what makes VML Enterprise Solutions what we are. That's why we look for people who go beyond and always push our thinking to be better than yesterday.
AT VML Enterprise Solutions:
Our Enterprise Solutions division houses strategic consultants, creative and technical architects, and skilled developers and operators that together help some of the world's leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B, and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition through engagement to conversion and loyalty, driving multi-channel growth for world-leading brands.
We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury's, Selfridges, Shell, and Tiffany & Co. We've built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools, and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.
As our business grows internationally, we're looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client's successes and believe that anyone can show creative bravery no matter what their role is in the team.
In our Lisbon or Porto office, you'll join a team of other specialists who are always ready to help each other. The team is part of our Enterprise Solutions network and works in coordination with our Local and EMEA client leads.
At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing but meaningful experiences that resonate in every action and interaction.
VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.
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